Complaints Operations Manager - Clayton-le-Moors
House of Fraser – Manchester, City and Borough of Manchester
At Frasers Group, we're rethinking retail. Through digital innovation and unique customer experiences, we're serving our consumers with the world's best sports, premium, and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers, providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME. Frasers Group Financial Services is the next chapter of significant growth for the Frasers Group, offering customers across the brands a range of flexible ways to pay and loyalty rewards through an innovative app.
The business has well-established, resilient roots in the Studio Financial Services business but is set for unrivaled growth as it scales rapidly, putting the Frasers Group customer at the heart of everything it does. Based in sites across the UK, Frasers Group employs over 30,000 colleagues in a wide variety of roles, delivering great colleague experiences, many of whom have seen their careers grow with opportunities within the wider business.
Job Description
To lead and manage the successful delivery of the operational contact centre plan, maximising the performance of their teams across all channels, ensuring that continuous improvement, quality, TCF, and regulatory standards are met whilst delivering the customer experience goals and objectives.
Qualifications
1. Experience of working within financial services and delivering in an FCA regulated environment.
2. Experience of managing a complaints function with a full understanding of DISP.
3. Extensive experience of working and delivering in a contact centre environment.
4. Experience with standards and guidelines such as Ofcom, GDPR.
5. Is delivery and customer focused.
6. Experience of leading, managing, and maximising the performance of others.
7. Proven track record of consistently meeting and exceeding KPIs and targets.
8. Ability to generate positive team ethos and morale that delivers outcomes.
9. Proven track record in effectively applying consistent performance and consequence management.
10. Ability to plan and prioritise effectively to meet changing priorities and demands.
11. Ability to interpret data and information to highlight opportunities and minimise risk.
12. Experience of risk management.
13. Excellent communication and engagement skills.
14. Proven track record in effective facilitation and communication at multiple levels.
15. Is commercially astute.
16. Ability to engage and influence stakeholders at an appropriate level.
17. Is analytical, pragmatic, and systematic in approach to problem solving.
18. Ability to manage conflict and knows when to escalate.
Additional Information
As FGFS is within a regulated environment, any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
What's next?
Our Recruitment Team will be reviewing applications, and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter. This will be behaviourally focused and centred around how you align with our Culture and Values. If successful, we anticipate two further interview stages with the Hiring Manager/wider team, which will be more technically focused and could include a presentation/task so we can see your skills in action.
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